If there are problems with orders, we can offer remakes under certain circumstances at our discretion. This is an extension to our PP Policy which also covers the allowance of a remake under the following circumstances:
***All claims must have Package Protection to claim a remake.***
If the order falls under the following, you may request a remake:
The item itself, an attachment, or the box arrived damaged or should not have passed Quality Assurance.- We will only resend the damaged parts of the order.
- The artwork received is incorrect, or the wrong item was received.
If a message card is wrong or damaged, we will resend the message card only. For products that may have been received with the wrong design or product, Support Services must receive a video of the product and the package in which the product was received. If we do not receive this information, your request for a remake will be denied. -
The item has been stuck in transit for an unreasonable amount of time.
"Unreasonable" depends on the circumstances and requires investigation. For example; some countries take longer to process packages at customs and waits of multiple weeks can be common during busy periods.
Additional Remake terms.
Terms apply to remakes, they are:
Damaged or poor QA:- Item must show as delivered.
- The latest claim time is 30 days after delivery.
- Customers should read and utilize information in the Care Instructions in the photo section of each product.
Lost or stuck in transit:
- Orders that have had no movement 30 days (15 days if within the EU) from the date shipped, can be reviewed for a possible approval for a one time remake, by the discretion of Management.
- Items in customs and showing as in clearance still need more time before being deemed lost as customs can take a while in some countries.